MyRentable Cancellation and Refund Policy

1. Purpose and Scope

This Cancellation and Refund Policy explains how MyRentable, LLC handles Booking cancellations, no-shows, unavailable property, material Listing problems, approved modifications, and refund requests.

This Policy applies to Owners, Renters, and confirmed or requested Bookings processed through MyRentable.

This Policy supplements the Terms of Service, Community Standards, Platform Fees and Payment Policy, and transaction-specific terms displayed before a Booking is confirmed.

2. Important Principles

• A Booking is governed by the cancellation terms displayed before confirmation and stored with the transaction.
• Users must not cancel outside MyRentable to avoid platform records, fees, or policy review.
• A cancellation request is not complete until it is submitted through the available MyRentable workflow or confirmed by MyRentable support.
• Refund eligibility is not determined solely by whether the rented property was used.
• A payment authorization, card hold, refund, and completed payment are different financial events and may have different processing timelines.
• MyRentable may request information or evidence before deciding a disputed cancellation or refund.
• Nothing in this Policy eliminates a legal right or remedy that cannot lawfully be waived.

3. Definitions

Booking Total

The total amount shown to the Renter before payment, which may include the rental subtotal, Service Fee, taxes, delivery charges, optional products, and other disclosed amounts.

Cancellation Deadline

The date and time by which a particular cancellation treatment applies, as recorded by MyRentable.

Cancellation Time

The date and time MyRentable records a valid cancellation request through the applicable platform workflow or support process.

Material Listing Problem

A substantial difference, defect, omission, hazard, or failure that makes the property materially different from the confirmed Listing or not reasonably usable for the disclosed rental purpose.

No-Show

A User's failure to appear, communicate, provide access, or complete a scheduled transfer of possession within the applicable pickup, delivery, or grace period.

Rental Subtotal

The amount charged for the booked rental period before the MyRentable Service Fee, taxes, deposits, optional products, delivery charges, and other amounts.

Service Fee

The fee charged by MyRentable for marketplace, technology, transaction, support, and related services.

4. Cancellation Terms Presented Before Booking

Before a Renter confirms payment, MyRentable will display the material cancellation terms applicable to the Booking.

• The applicable cancellation schedule or refund treatment.
• Any disclosed nonrefundable amount.
• The Rental Period and scheduled pickup, delivery, and return information.
• The Rental Subtotal, Service Fee, Deposit, taxes, and other charges.
• Any material Owner terms that lawfully supplement this Policy.

The version recorded with the confirmed Booking generally controls that transaction unless applicable law, an approved modification, or MyRentable expressly provides otherwise.

An Owner may not impose a new or more restrictive cancellation term after confirmation without the Renter's documented agreement through MyRentable.

5. Renter-Initiated Cancellations

A Renter may request cancellation through MyRentable at any time before the Booking is completed. The resulting refund depends on the applicable cancellation schedule and the circumstances.

Unless a different policy is clearly displayed and accepted before confirmation, the following standard cancellation schedule applies.

A Listing may use another cancellation schedule only when MyRentable supports that schedule and clearly displays it before the Renter confirms the Booking.

6. How Voluntary Renter Refunds Are Calculated

A voluntary Renter cancellation may involve separate treatment of each Booking component.

• The Rental Subtotal is refunded according to the applicable cancellation schedule.
• The Service Fee is refunded only when this Policy or the checkout terms provide for its refund.
• Unused security deposits or payment authorizations are released or refunded, subject to unresolved obligations.
• Taxes associated with refunded taxable charges are adjusted as required.
• Delivery, setup, reservation, or optional-product charges are refunded only when the applicable service was not provided or the relevant terms require a refund.
• Payment-processor, foreign-exchange, bank, card-network, or similar charges controlled by another provider may not be refundable by MyRentable.
• Previously issued credits, promotions, or discounts may be restored, cancelled, or recalculated according to their terms.

7. Owner-Initiated Cancellations

Owners are expected to honor confirmed Bookings. An Owner should cancel only when the property cannot be provided lawfully, safely, on time, or substantially as described.

When an Owner cancels a confirmed Booking, the Renter will generally receive:

• A refund of the Rental Subtotal.
• A refund of the MyRentable Service Fee.
• Release or refund of the security Deposit or payment authorization.
• Adjustment or refund of taxes associated with refunded charges.
• A refund of delivery, setup, or optional-product charges not provided.

MyRentable may also provide reasonable rebooking assistance or a discretionary marketplace credit. A credit is not guaranteed and is not a substitute for a required monetary refund.

MyRentable generally does not reimburse indirect costs such as lost income, missed work, replacement purchases, travel, lodging, third-party reservations, or consequential losses unless expressly required by law or agreed in writing.

8. Consequences of Owner Cancellations

MyRentable may review the reason, timing, frequency, impact, and Owner's responsibility for a cancellation.

• Calendar blocking for the cancelled Rental Period.
• Loss or reduction of Owner earnings associated with the Booking.
• Cancellation fees or recovery of costs where clearly disclosed and legally permitted.
• Reduced marketplace visibility or trust indicators.
• Required Listing corrections or verification.
• Temporary Booking or Listing restrictions.
• Suspension or termination for repeated, avoidable, discriminatory, fraudulent, or bad-faith cancellations.

MyRentable may waive or reduce consequences when the cancellation resulted from a documented emergency, sudden safety defect, property theft, legal prohibition, severe weather, or another circumstance reasonably outside the Owner's control.

9. Property Unavailable at Pickup or Delivery

An Owner cancellation may be recorded when the Owner cannot provide the property at the agreed time and place.

• The property is missing, stolen, already rented, inaccessible, or not ready.
• The Owner does not appear or provide required access.
• The Owner attempts to substitute materially different property without the Renter's agreement.
• The property cannot legally or safely be transferred.
• Required accessories, keys, controls, chargers, documents, or safety components are missing and the property cannot reasonably be used.

The Renter should document the situation and contact the Owner through MyRentable before leaving when safe and reasonably practical.

10. Material Listing Problems

A Renter may request cancellation and refund when the property has a Material Listing Problem that existed at transfer or becomes apparent before meaningful use.

• The property is materially different from the Listing description or photographs.
• A known defect, hazard, prior damage, or recall was not disclosed.
• The property does not operate for the disclosed and reasonably expected purpose.
• The property lacks a material component or accessory stated as included.
• The property is unlawfully offered or cannot lawfully be used as booked.
• The condition creates an unreasonable safety risk that was not disclosed.
• The Owner lacks authority to provide the property.

Minor cosmetic differences, ordinary wear, immaterial variations, personal preference, or a Renter's failure to understand clearly disclosed information generally do not constitute a Material Listing Problem.

11. Reporting a Material Listing Problem

A Renter seeking relief for a Material Listing Problem must act promptly.

1. Stop using the property if continued use may be unsafe or may worsen damage.
2. Notify the Owner through MyRentable and describe the problem.
3. Take clear photographs or video showing the condition or difference.
4. Preserve messages, instructions, Listing information, and other relevant evidence.
5. Submit the cancellation or support request through MyRentable as soon as reasonably possible.
6. Follow reasonable instructions for return, pickup, inspection, or preservation of the property.

Except in an emergency or when immediate reporting is not reasonably possible, the Renter should report the problem within twelve hours after receiving the property and before substantial use.

Delayed reporting may limit available relief when the delay prevents reliable investigation or contributes to additional loss.

12. Remedies for Material Listing Problems

Depending on the severity, timing, evidence, use, and available correction, MyRentable may approve:

• A corrected accessory, component, instruction, or delivery arrangement.
• An agreed substitution processed through MyRentable.
• A Booking modification or price adjustment.
• A partial refund reflecting reduced value or affected rental time.
• Cancellation with a full refund of eligible Booking charges.
• Another reasonable resolution agreed by the Owner and Renter.

A full refund may be reduced when the Renter knowingly continues substantial use after discovering the problem, causes or worsens the condition, refuses a reasonable correction, or receives meaningful rental value despite the issue.

Continued use will not automatically defeat a claim when use was reasonably necessary to protect safety, prevent additional loss, return property, or address an emergency.

13. Renter No-Shows

A Renter may be treated as a No-Show when the Renter fails to appear or complete pickup or delivery within the agreed period and does not communicate a reasonable delay.

Unless the Listing or Booking states another reasonable period, the standard grace period is sixty minutes after the scheduled pickup or delivery time.

When a Renter is a No-Show:

• The Rental Subtotal is generally not refunded.
• The Service Fee is not refunded.
• Unused security Deposit amounts or authorizations are released or refunded, subject to valid obligations.
• Charges for services not provided may be refunded when appropriate.
• The Owner may be eligible for earnings according to the applicable payout rules.

MyRentable may make an exception when the Renter promptly documents an emergency, communication failure, severe travel disruption, or another extraordinary circumstance.

14. Owner No-Shows

An Owner may be treated as a No-Show when the Owner fails to appear, provide access, complete delivery, or communicate within the applicable grace period.

An Owner No-Show is generally treated as an Owner cancellation, and the Renter is generally eligible for a refund of all eligible Booking charges.

The Renter should attempt reasonable contact through MyRentable and document the pickup or delivery location and timing when safe to do so.

15. Late Arrival

A delay does not automatically cancel a Booking when the parties communicate and can safely complete the transaction.

The Owner and Renter may agree through MyRentable to a revised pickup, delivery, return, or Rental Period.

A User who expects to be late should notify the other party as soon as reasonably possible.

MyRentable may consider the length of delay, communication, inconvenience, resulting loss of rental value, and responsibility for the delay when reviewing a refund request.

16. Early Return

A Renter's voluntary early return generally does not create a right to a refund for unused rental time.

A partial refund may be approved when:

• The Owner agrees through MyRentable.
• A verified Material Listing Problem prevented continued use.
• The property became unusable without fault of the Renter.
• An extraordinary circumstance qualifies under this Policy.
• Applicable law requires a refund or adjustment.

17. Failure to Use a Booking

A confirmed Booking is a reservation of property for a defined period. A Renter is not automatically entitled to a refund merely because the Renter did not use the property or no longer needed it.

Examples that generally remain subject to the voluntary Renter cancellation schedule include:

• A change of plans.
• Failure to obtain transportation.
• Failure to obtain a required license, permit, operator, vehicle, or accessory.
• Failure to read disclosed Listing requirements.
• Scheduling mistakes made by the Renter.
• Finding another rental or purchasing substitute property.
• Weather that is inconvenient but does not qualify as an extraordinary circumstance.

18. Booking Modifications

Owners and Renters should use the MyRentable modification workflow to change rental dates, price, delivery terms, or other material Booking details.

A modification becomes effective only after all required parties approve it and any payment adjustment succeeds.

When a modification is approved:

• The modified Rental Period and charges replace the prior terms to the extent stated.
• Additional payment may be collected before the modification is confirmed.
• A price reduction may result in an adjustment or partial refund.
• The cancellation schedule may be recalculated from the modified start time.
• The modification record becomes part of the Booking agreement.

A User may not use repeated modifications to manipulate a Cancellation Deadline, evade charges, or obtain an unintended refund.

19. Mutually Agreed Cancellation

An Owner and Renter may mutually request cancellation and propose a refund allocation through MyRentable.

MyRentable may approve the agreement when it is voluntary, lawful, sufficiently clear, compatible with payment processing, and does not improperly avoid platform obligations.

MyRentable may decline or adjust an agreement that attempts to conceal an off-platform transaction, misuse a payment method, avoid taxes, evade Service Fees, or harm a third party.

20. Weather and Environmental Conditions

Ordinary, seasonal, or foreseeable weather does not automatically qualify a Booking for a full refund.

A weather-related exception may apply when a government order, official road closure, evacuation, declared emergency, or severe condition makes the rental unlawful, inaccessible, or unreasonably dangerous.

MyRentable may consider:

• Official warnings, orders, closures, and emergency declarations.
• The property type and disclosed intended use.
• Whether pickup, delivery, use, or return could reasonably occur safely.
• Whether the condition was known and foreseeable when the Booking was made.
• Whether a reasonable modification could preserve the Booking.
• Which party controlled the affected location or transportation arrangement.

21. Extraordinary Circumstances

MyRentable may provide an exception to the standard cancellation schedule for a verified event that is serious, unexpected, outside the affected User's reasonable control, and directly prevents the Booking.

• Death or serious medical emergency involving the User or an immediate family member.
• Government evacuation, travel prohibition, or legal restriction.
• Declared disaster or severe public emergency.
• Sudden theft, destruction, or unsafe failure of the listed property.
• Military, jury, or court obligations that could not reasonably be avoided.
• Another comparable event supported by reliable documentation.

Routine illness, work conflicts, personal scheduling changes, lack of planning, ordinary vehicle trouble, and foreseeable seasonal conditions generally do not qualify unless the circumstances are unusually severe and adequately documented.

22. Extraordinary-Circumstance Remedies

Depending on the circumstances, MyRentable may approve:

• A full or partial refund.
• Waiver of an Owner cancellation consequence.
• A Booking modification or rescheduling opportunity.
• A discretionary marketplace credit.
• Another reasonable allocation between the Owner and Renter.

MyRentable may divide the financial impact when neither party caused the event and both parties incurred legitimate loss.

23. Documentation and Evidence

MyRentable may request evidence reasonably related to a cancellation or refund request.

• Platform messages and Booking records.
• Photographs or video of the property or pickup location.
• Official weather, road, evacuation, or government notices.
• Medical documentation that confirms inability to participate without requiring unnecessary diagnostic details.
• Police, fire, incident, theft, or insurance reports.
• Repair records or evidence of sudden property failure.
• Receipts, invoices, delivery records, or other transaction evidence.

Documents must be authentic and may be redacted to remove information not reasonably necessary for review.

False, altered, misleading, or coordinated evidence may result in denial, payment recovery, Account restrictions, or referral to an appropriate authority.

24. Service Fee Refunds

The MyRentable Service Fee compensates MyRentable for marketplace, technology, payment, fraud-prevention, support, and transaction services.

The Service Fee is generally refunded when:

• The Owner cancels the confirmed Booking.
• MyRentable cancels because the property or transaction cannot lawfully proceed.
• A verified Material Listing Problem results in complete cancellation before meaningful use.
• The Renter cancels within a period expressly providing a Service Fee refund.
• Applicable law requires the refund.

The Service Fee is generally not refunded when:

• The Renter cancels fewer than seventy-two hours before the Rental Period.
• The Renter is a No-Show.
• The Renter voluntarily ends the rental early.
• The Booking cannot proceed because the Renter lacks a disclosed qualification, license, operator, payment method, transportation method, or required equipment.
• The Renter materially violates the Terms, Listing terms, or Community Standards.

25. Security Deposits and Payment Holds

A cancellation generally results in release or refund of an unused security Deposit or payment authorization.

MyRentable may continue to hold or collect an eligible amount when:

• The Renter already received or possessed the property.
• Damage, loss, theft, late return, or another claim remains unresolved.
• A payment reversal, chargeback, negative balance, or fraud review is pending.
• The Renter failed to return property or an included component.
• Applicable law, legal process, or a payment provider requires continued retention.

A bank or card issuer may continue displaying a pending authorization after MyRentable or its payment processor has requested release.

26. Taxes

Taxes associated with refunded taxable amounts will be adjusted or refunded as required by applicable law and supported by the payment system.

A tax amount may not be refundable when the underlying charge remains payable or the tax has become nonrefundable under applicable rules.

27. Credits, Coupons, and Promotions

A refund involving a promotional credit, coupon, referral reward, or marketplace credit may be divided between the original payment method and restored or cancelled promotional value.

Promotional value is not redeemable for cash unless required by law.

Expired, abused, transferred, or fraudulently obtained promotional value may not be restored.

28. Refund Method

Refunds are generally returned to the original payment method.

When the original method cannot receive a refund, MyRentable or its payment processor may request another legally permitted method or information needed to complete the refund.

MyRentable may use marketplace credit only when the User agrees, the original transaction used credit, or applicable terms and law permit it.

29. Refund Processing Time

MyRentable will initiate an approved refund within a reasonable time after the decision and completion of any required payment, fraud, or claim review.

After initiation, the time for funds to appear is controlled by the payment processor, card network, financial institution, payment method, and applicable law.

A pending authorization may disappear rather than appear as a separate refund transaction.

MyRentable may provide a transaction or refund reference when available, but cannot require a financial institution to post funds before its processing is complete.

30. Chargebacks and Payment Disputes

A User should contact MyRentable before submitting a chargeback when the issue can reasonably be addressed through the cancellation, refund, or dispute process.

Submitting a chargeback does not automatically cancel a Booking or eliminate a valid payment obligation.

MyRentable may provide the financial institution with relevant records, including:

• Policy acceptance records.
• Listing and checkout information.
• Booking status and payment records.
• Cancellation and modification history.
• Platform messages.
• Pickup, delivery, return, use, or claim evidence.
• Refunds or credits already provided.

An improper or fraudulent chargeback may result in recovery of amounts owed, payout holds, payment restrictions, suspension, or termination.

31. Effect on Owner Payouts

An Owner payout may be delayed, reduced, cancelled, reversed, or offset when a Booking is cancelled or refunded.

When a voluntary Renter cancellation permits Owner earnings, the Owner's eligible amount will be calculated from the nonrefunded portion of the Rental Subtotal after applicable adjustments.

The MyRentable Service Fee is not Owner earnings.

Additional payout treatment is governed by the Owner Payout Policy.

32. Cancellation by MyRentable

MyRentable may cancel or prevent a Booking when reasonably necessary to:

• Protect a User or the public from a safety risk.
• Address suspected fraud, theft, identity misuse, or payment abuse.
• Remove prohibited or unlawfully offered property.
• Comply with legal process or applicable law.
• Address a suspended or terminated Account.
• Correct a material system, pricing, availability, or payment error.
• Respond to an unresolved verification or insurance requirement.

Refund treatment will depend on the reason for cancellation, User responsibility, services already provided, incurred losses, and applicable law.

A User who caused the cancellation through fraud, serious misconduct, prohibited activity, or material policy violation may not receive the same refund treatment as an innocent User.

33. How to Request a Refund

1. Open the affected Booking in MyRentable.
2. Use the available cancellation, modification, issue-reporting, or support workflow.
3. Select the accurate reason for the request.
4. Provide a clear description and relevant evidence.
5. Continue communicating through MyRentable.
6. Respond to reasonable requests for additional information.
7. Follow instructions concerning possession, return, inspection, or preservation of the property.

Submitting a request does not guarantee a refund. MyRentable may approve, partially approve, deny, or request more information.

34. Factors Considered During Review

• The applicable cancellation schedule.
• Who initiated the cancellation.
• The Cancellation Time and scheduled Rental Period.
• The reason for cancellation.
• Listing terms and approved modifications.
• Whether possession or meaningful use occurred.
• Messages and communication history.
• Photographs, documents, official notices, and other evidence.
• Whether a User caused, worsened, concealed, or failed to report the issue.
• Prior refunds, cancellations, reports, or policy violations.
• Payment-provider requirements and applicable law.

35. Cancellation and Refund Decisions

MyRentable may:

• Approve a full refund.
• Approve a partial refund.
• Release or refund a Deposit separately.
• Deny a refund.
• Approve a Booking modification.
• Issue a discretionary marketplace credit.
• Allocate amounts between the Owner and Renter.
• Delay a decision pending additional evidence, a claim, a chargeback, or legal review.

A refund decision does not necessarily determine fault, legal liability, insurance coverage, or the outcome of a separate Damage claim.

36. Appeals

A User may request additional review of an eligible cancellation or refund decision.

An appeal should:

• Identify the affected Booking and decision.
• Explain the specific reason the decision may be incorrect.
• Include new, corrected, or previously unavailable evidence.
• Be submitted within fourteen calendar days after notice of the decision unless another period is stated.

MyRentable may uphold, modify, reverse, or return the decision for further review.

Repeated appeals without new material information may be closed without further response.

37. Fraud and Abuse

Users may not misuse cancellation or refund procedures.

• Providing a false cancellation reason.
• Falsely claiming that property was unavailable, defective, or unsafe.
• Staging a failed pickup or No-Show.
• Altering messages, photographs, documents, receipts, or timestamps.
• Coordinating a false cancellation or refund with another User.
• Cancelling to complete the transaction privately.
• Submitting both a refund request and chargeback while concealing one process from the other.
• Seeking reimbursement for amounts already refunded, credited, insured, or otherwise recovered.

Fraud or abuse may result in denial, reversal, repayment obligations, Listing restrictions, payout holds, suspension, termination, or referral to an appropriate authority.

38. Nonwaivable Legal Rights

This Policy is intended to establish clear marketplace cancellation and refund rules, but it does not eliminate rights or remedies that cannot lawfully be waived.

Specific transaction types may be subject to statutory cancellation, disclosure, warranty, refund, or consumer-protection requirements that differ from the standard marketplace schedule.

When applicable law provides greater protection, MyRentable will apply the legally required protection.

A User may contact an attorney, consumer-protection agency, regulator, payment provider, insurer, or court regarding available legal rights.

39. Changes to This Policy

MyRentable may update this Policy to reflect changes in laws, payment systems, marketplace features, business practices, or risk controls.

The current version, effective date, and last-updated date will appear in the Legal Center.

The cancellation terms recorded when a Booking is confirmed generally continue to govern that Booking unless applicable law, an approved modification, or the updated policy expressly requires otherwise.

40. Questions and Support

Questions and refund requests may be submitted through the applicable Booking workflow or sent to support@myrentable.com.

A request should identify the affected Booking, explain the requested resolution, and include relevant evidence.